Automating Software program Entry Requests with BetterCloud


Approving requests for software program ranks as one in every of IT’s most time consuming and protracted duties. As SaaS adoption continues to develop, the workload these duties characterize for IT professionals has turn into overwhelming, taking time away from extra strategic work like making certain enterprise continuity or proof gathering for compliance.

BetterCloud will help. On this put up, we’ll present you ways deploying simple to construct workflows permits your group to utterly automate software program entry requests. 

Anatomy of Entry Requests

Most organizations depend on an ITSM to trace and triage requests made to IT. By means of the ITSM portal, an worker will submit a request for a SaaS license. Sometimes, the IT group will configure this portal with fields the place the worker can choose the precise software, degree of license, and a enterprise justification for context.

In a handbook approval workflow, as soon as submitted, the ticket goes into a big queue. IT groups get to it at any time when they will, and workers could find yourself ready days or even weeks to get entry to the instruments they want, leading to a large hit to productiveness. Alternatively, it’s an pressing request, the ticket displaces one other work merchandise from the listing of issues to be carried out. Whereas workers would possibly get what they want rapidly, this forces IT professionals to context change and randomizes their day. When carried out continuously sufficient, this results in burn out and excessive turnover charges.

Automating Entry Requests with Workflows

Fortunately, BetterCloud supplies a greater method which helps workers immediately get the instruments they want, permits IT to deal with differentiated work, and helps everybody work higher collectively. Right here’s how.

Including a Customized Set off to our ITSM Integrations

Out of the field, BetterCloud helps integrating with ServiceNow, Zendesk, and Jira ticketing methods. Nonetheless, these integrations don’t have ticket creation triggers enabled by default. The excellent news is that prospects can use the BetterCloud Extension Builder to allow this performance. See how in these articles:

For the needs of this tutorial, we are going to deal with Zendesk.

Constructing the Workflow

When you’ve enabled the suitable triggers in your ITSM integration, it’s time to construct a workflow that’s triggered when a ticket is created, detects what software program is being requested, sees who’s created it, after which makes an approve/disapprove resolution. 

Create a brand new workflow, and choose the customized set off occasion you simply enabled. 

Select the app in the Workflow Builder

As soon as enabled, you’ll be able to situation off of the applying request title worth. Right here we situation on whether or not or not the requested app title is “Zoom”. In that case, we improve the consumer’s Zoom license utilizing Zoom’s Replace Person Sort motion.

In every of those sections, whereas not obligatory, it’s useful to lookup the consumer object (keying off of the e-mail deal with handed in by the ITSM integration). That method you need to use the consumer object to ship affirmation messages in Slack, electronic mail, or one other communication platform supported by BetterCloud. 

Key off of the email address passed in through the ITSM integration

This move might be repeated again and again, for any software request you need to automate. Every software will get their very own branched situation the place the applying title from the ITSM is evaluated. On this subsequent instance, we do the identical workflow as above for ServiceNow. Whereas the small print can be particular to your software request insurance policies, right here we give the requesting utilizing entry a sheet creator license, however maintain their admin and useful resource viewer roles unchanged.

Customize the flow for each application

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